♦ Train customers, insurance carriers and partners on Benefitfocus software using multiple training delivery methods: classroom instructor-led, corporate events, demonstrations, webinars, audio, eLearning or virtual instructor-led training♦ Instruct learners on how to implement the Benefitfocus Marketplace by gathering proper customer requirements, deliver the configuration strategy, perform validation testing and ensure all EDI files are transmitted to insurance carriers and payroll vendors♦ Work across Benefitfocus organization to plan, prioritize, deliver and manage training♦ Revise and create training materials♦ Assist in the determination of content requirements♦ Speak with customers and stakeholders to scope and determine training needs♦ Set up learner configurations, sample groups and other environments and tools needed for training♦ Interact with Benefitfocus products and processes to author and update effective, accurate technical documentation and learning materials♦ Interact with subject matter experts, instructional designers, content developers and other trainers to develop, revise and maintain training content♦ Develop and maintain expertise in Benefitfocus applications♦ Demonstrate continuous improvement of technical instructional quality of training; which includes delivery and presentation skills

• Build and maintain relationships with a portfolio of diverse customers with varying levels of complexity• Drive the project planning for client Open Enrollment and ensure that all milestones, key deliverables and risks are accounted for and managed for a successful OE experience for members and carrier partners • Manage customer relationships to maximize desired outcomes for the client while increasing customer satisfaction and retention through various engagement strategies• Validate and maintain continuity of payroll and benefit transaction files to ensure successful data exchange to the client • Coordinate internal resources to promote and prioritize client issues and escalations to guarantee prompt resolution • Facilitate customer meetings that measure progress, identify client needs and establish an approach to meet customer expectations • Serve as main communication point for issues or escalations and responsible for resolving while consistently providing status updates to both client and internal stakeholders• Collaborate with Delivery Managers to successfully onboard new clients, prioritize and resolve issues with Support Specialists as well as aid Configuration Analysts with system set up

Acted as primary point of contact and dedicated resource to assigned Enterprise customers for all product and support related issues Established a trusted relationship with each assigned customer to drive continued value of Blackbaud products and services Served as the customers' advocate and liason for critical support and product issues to drive customer loyalty; ensuring regular status updates on critical issues to stakeholders at the customer site and internal Blackbaud resources Hosted weekly status calls as well as ad hoc meetings requested by customer to discuss and prioritize open cases to ensure customer satisfaction Provided developers with customer feedback to help identify potential new features or enhancements to increase customer adoption Worked proactively with assigned customers and internal resources to promote new feature awareness and to prepare for product releases and version upgrades Exercised independent judgement and analysis in determining the best method(s) to resolve customer issues to ensure the best customer experience Developed onsite onboarding presentations to promote troubleshooting best practices and assisted in the development of the customer help desk prior to launching Blackbaud solutions Responsible for sharing information with assigned customers' primary Help Desk contacts regarding product changes, release information, and known issues that could impact customers' business processes and overall customer journey Partnered with sales executives and project management teams to ensure all project details, integration and custom deliverables were fully documented and transitioned to Support during implementation process Generated and distributed weekly case report for customers review status of open issues

Maintained all internal resource scheduling requests and overall skill sets of implementation consultants Generated documentation for internal use outlining project scheduling processes Ensured project notes were complete, current and stored appropriately Established customer expectations as well as addressed questions and concerns regarding project structure and timelines Partnered with Sales, Services, Hosting and Support to provide an exceptional implementation process to ensure a successful start to the customer journey Proactively contacted customers on a weekly or biweekly basis to ensure timelines were met Conducted onboarding presentations with new customers to initiate the implementation process and acquire customer data

Responsible for initiating the sales process by calling customers and non-customers to qualify and establish needs for three different territories and all verticals in the non-profit space Built value around our services, as well as identified key needs and areas where our services would benefit various organizations, help them save money and streamline their communication efforts Successfully created marketing and territory plans for specific regions where I quickly learned the skills necessary to build a full pipeline and grow sales for that territory Within six months, generated revenue in excess of $137,000 while consistently attaining a minimum of 20 new target accounts each month Exceeded quota in 2010-2011 which generated over 250 new sales opportunities Finished year as the top Business Development Representative at 101% of quota

Prepared product and service reports by collecting and analyzing customer information Resolved issues by clarifying the customer's complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem and provided follow up to ensure resolution Recommended potential products or services to customers by collecting appropriate information and analyzing customer's needs Contacted customers with unpaid debt and attemped to collect from them Maintained files on the financial status of customer accounts